Whenever users interact with your bot, it presents an opportunity to begin or deepen a relationship. There are voice assistants, which you talk to, and there are bots, which you “type to” or tap on choices presented to you in the course of your “conversation.” As the technology evolves and gets smarter (see the next step), there will be ways to blend voice technology with bots that require users to type/tap. Right now, there are a few basic types of conversational interfaces.
Here’s a quick synopsis of the top platforms you’ll likely be choosing among, including reported statistics on usage. When we build bots, we help clients select the ideal platform, as well as recommend solutions that help you easily deploy the same bot to multiple platforms. The messaging platform you select will depend on your business objectives and your target audience.
What “brand voice” and personality (see step 8 for more) should your bot have as it interacts with customers?.Which photography or illustration style best represents the company within the mostly text-based universe of bots?.Is there a campaign on a messaging platform already running that you must consider for this bot?.The bot user experience must be consistent with the other elements of your brand style. Your bot will be one of the various ways people connect with your brand. Often there are several user stories associated with one persona group. The difference between a user story and a persona group is that the story is specific, whereas personas tend to be more general. We then define user stories: brief statements that identify target users and their specific needs. We like to perform empathy mapping exercises with our clients (shown below), where we fill out sticky notes with real customer beliefs and motivations, then organize these into six categories illustrating the customer’s environment, behavior, concerns, and aspirations. The goal is to define who, exactly, the chatbot will interact with and “serve.” You need to truly understand your target users’ feelings and needs so you know exactly why (and how) the bot will enrich their lives. Understand your bot usersĬapture persona groups and develop user stories before you define your bot’s features. Your success metrics will guide the design and features of your bot, and allow you to analyze if your bot is meeting the business objectives. Your bot should impact your business in a positive and measurable way.
Many potentially game-changing products have failed because the teams responsible for them did not identify the key performance indicators ( KPIs) up-front. Draw a problem on a whiteboard with the intent of visualizing the problem so your team can talk about how the bot could solve it. And if by solving this problem, you see a business opportunity, you’re off to a good start.Ī problem drawing exercise can help. The same applies for any kind of new application: A strategy starts by identifying a user problem that you think you can solve. Thoroughly define the problemīefore you design your ideal bot UX and ultimately build one, you must outline your strategy. To help you achieve that focus, here are 10 steps to building a great bot UX (user experience). But most importantly, bots that focus on doing a small set of things, and doing them better than anyone else, will be more successful than those that try to do too much. Your bot should provide an engaging, delightful, and useful experience. Developing a bot is similar to developing any mobile app.
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